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Problems with Internet-ID connection using default server
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Aleksandr Rysev,
User (Posts: 3)
Jun 26, 2019 12:36:29 pm EDT
Support level: Free or trial
Hi!
I just started using Remote Utilities and already have such problem.
I have two computers in different networks: computer "A" and computer "B". Both have Windows 10. Both are behind NAT.
I installed Host 6.10.9.0 and Viewer 6.10.9.0 on both of them.
On the computer "A" I see the computer "B" as yellow and "Online". I press "Logon" and get successfully logged on to it.
On the computer "B" I see the computer "A" as yellow and "Online". I press "Logon" and it immediately becomes grey and "Offline". I see 5 unsuccessful attempts to connect and that's all. After a while the computer "A" becomes yellow and "Online" again, but trying to connect to it has the same effect.
In the event log of the Viewer on the computer "B" I see:
26-06-2019__16:21:46__026 Connection #710114. Connection to "***-***-***-***". Mode: <Authorization>. Connecting...
26-06-2019__16:21:46__057 InetConnection #710114. Internet connection to ***-***-***-*** (id.remoteutilities.com:5655).
26-06-2019__16:21:46__071 InetConnection to internet-id server #710114 Error. Name: "***-***-***-***", host: "id.remoteutilities.com:5655". Exception class: "EIdSocketError". Message: "Socket Error # 11001
Host not found.".
26-06-2019__16:21:46__077 InetConnection to internet-id server #710114 Error. Name: "***-***-***-***", host: "id.remoteutilities.com:443". Exception class: "EIdSocketError". Message: "Socket Error # 11001
Host not found.".
26-06-2019__16:21:46__077 InetConnection to internet-id server #710114 Error. Name: "***-***-***-***", host: "id.remoteutilities.com:443". Exception class: "EIdSocketError". Message: "Socket Error # 11001
Host not found.".
26-06-2019__16:21:46__094 Connection #710114. Connection to "***-***-***-***" failed. Mode: <Authorization>.
(***-***-***-*** is the computer "A" Internet-ID)
I downloaded portable Viewer to the computer "B" and it successfully connects to the computer "A", so it seems this is not some network problem on the computer "B" or the computer "A" but some problem of the installed on the computer "B" Viewer.
How can I fix this problem?
Thanks :)
I just started using Remote Utilities and already have such problem.
I have two computers in different networks: computer "A" and computer "B". Both have Windows 10. Both are behind NAT.
I installed Host 6.10.9.0 and Viewer 6.10.9.0 on both of them.
On the computer "A" I see the computer "B" as yellow and "Online". I press "Logon" and get successfully logged on to it.
On the computer "B" I see the computer "A" as yellow and "Online". I press "Logon" and it immediately becomes grey and "Offline". I see 5 unsuccessful attempts to connect and that's all. After a while the computer "A" becomes yellow and "Online" again, but trying to connect to it has the same effect.
In the event log of the Viewer on the computer "B" I see:
26-06-2019__16:21:46__026 Connection #710114. Connection to "***-***-***-***". Mode: <Authorization>. Connecting...
26-06-2019__16:21:46__057 InetConnection #710114. Internet connection to ***-***-***-*** (id.remoteutilities.com:5655).
26-06-2019__16:21:46__071 InetConnection to internet-id server #710114 Error. Name: "***-***-***-***", host: "id.remoteutilities.com:5655". Exception class: "EIdSocketError". Message: "Socket Error # 11001
Host not found.".
26-06-2019__16:21:46__077 InetConnection to internet-id server #710114 Error. Name: "***-***-***-***", host: "id.remoteutilities.com:443". Exception class: "EIdSocketError". Message: "Socket Error # 11001
Host not found.".
26-06-2019__16:21:46__077 InetConnection to internet-id server #710114 Error. Name: "***-***-***-***", host: "id.remoteutilities.com:443". Exception class: "EIdSocketError". Message: "Socket Error # 11001
Host not found.".
26-06-2019__16:21:46__094 Connection #710114. Connection to "***-***-***-***" failed. Mode: <Authorization>.
(***-***-***-*** is the computer "A" Internet-ID)
I downloaded portable Viewer to the computer "B" and it successfully connects to the computer "A", so it seems this is not some network problem on the computer "B" or the computer "A" but some problem of the installed on the computer "B" Viewer.
How can I fix this problem?
Thanks :)
Pauline,
Support (Posts: 2870)
Jun 26, 2019 2:06:08 pm EDT
Hello Aleksandr,
Thank you for your message.
Please try referring to this Knowledge Base article: https://www.remoteutilities.com/support/kb/socket-error-11001-host-not-found/
Hope that helps.
Thank you for your message.
Please try referring to this Knowledge Base article: https://www.remoteutilities.com/support/kb/socket-error-11001-host-not-found/
Hope that helps.
Aleksandr Rysev,
User (Posts: 3)
Jun 26, 2019 2:16:19 pm EDT
Support level: Free or trial
Polina Krasnoborceva,
Thank you, I've already read that article. It's related to 11001 error on the Host, but I have problem in the Viewer. There are no errors in the Host log. And I can successfully connect to this Host from the portable Viewer or from the mobile app. The problem occurs only in the installed version of Viewer and 11001 error exists only in the Viewer log.
Thank you, I've already read that article. It's related to 11001 error on the Host, but I have problem in the Viewer. There are no errors in the Host log. And I can successfully connect to this Host from the portable Viewer or from the mobile app. The problem occurs only in the installed version of Viewer and 11001 error exists only in the Viewer log.
Pauline,
Support (Posts: 2870)
Jun 26, 2019 5:07:41 pm EDT
Hello Aleksandr,
Thank you for the clarification.
Could you please also clarify if you are able to connect to another Host from this Viewer? If the same issue occurs when connecting to another Host, it might mean that the Viewer configuration file was somehow corrupted or deleted.
If this is the case, please, try the following:
1. Fully exit the Viewer (File -> Exit).
2. Locate the file config_4.xml in the Remote Utilities Viewer %appdata% folder.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings/options. Your address books won't be affected by this action.
Please let me know if the issue persists.
Thank you for the clarification.
Could you please also clarify if you are able to connect to another Host from this Viewer? If the same issue occurs when connecting to another Host, it might mean that the Viewer configuration file was somehow corrupted or deleted.
If this is the case, please, try the following:
1. Fully exit the Viewer (File -> Exit).
2. Locate the file config_4.xml in the Remote Utilities Viewer %appdata% folder.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings/options. Your address books won't be affected by this action.
Please let me know if the issue persists.
Aleksandr Rysev,
User (Posts: 3)
Jun 27, 2019 6:27:58 am EDT
Support level: Free or trial
Polina Krasnoborceva,
I installed another host and there was no issue with it.
Just removing Config_4.xml didn't help, but when after that I deleted old connections and created them again it worked. It seems now the problem is fixed.
Thank you, Polina.
I installed another host and there was no issue with it.
Just removing Config_4.xml didn't help, but when after that I deleted old connections and created them again it worked. It seems now the problem is fixed.
Thank you, Polina.
Pauline,
Support (Posts: 2870)
Jun 27, 2019 8:39:07 am EDT
Hello Aleksandr,
I'm glad to hear you have figured out the issue!
Please don't hesitate to post another message if you have more questions.
I'm glad to hear you have figured out the issue!
Please don't hesitate to post another message if you have more questions.
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